Workforce Support

Under direct supervision, Workforce Support will be responsible for monitoring and coordinating real time call queue and agent activities to attain daily cost and service performance targets. They execute the intraday service level plan and communicate with all levels of management regarding operational issues and impacts. They act as a liaison with Operations, Training and the peers in support of balancing performance, the consumer experience and other activities. As a member of a larger team, WF Support will be responsible for working closely with Operations, WFM, the client and other work groups.